Help

Our most commonly asked questions are below. For help with other questions, choose a category below.

Will my order arrive before christmas?

To ensure delivery before Christmas day, please place your order before the following dates and times.

UK mainland:

Next day delivery: Order by 5pm on Friday 21st December.

Click and collect: Order by 5pm on Friday 21st December.

Standard delivery: Order by 7pm on Wednesday 19th December.

For personalised orders, please choose click and collect or next day delivery at checkout and place your order before 7pm on Wednesday 19th December.


Northern Ireland and remote UK areas:

Click and collect: Order by 7pm on Thursday 20th December.

Two day delivery: Order by 7pm on Thursday 20th December.

For personalised orders, please choose click and collect or two day delivery at checkout and place your order before 7pm on Wednesday 19th December.

Where is my order?

Click and Collect. Orders placed before 7pm are dispatched on a next working day service, orders placed after 7pm are processed the following day on the same delivery service. Orders placed between 7pm Friday and 7pm Monday are processed on a Monday for delivery on Tuesday. Orders to our stores in Northern Ireland are processed on a two working day service.

Standard Delivery. All orders are dispatched within two working days for delivery on the third working day.

Next Working Day. Orders placed before 7pm are dispatched on the same day for next working day delivery, orders placed after 7pm are processed the following day. We deliver everyday except Sunday.

Northern Ireland. Orders placed before 7pm are dispatched same day for delivery in two working days

Remote Area. Orders placed before 7pm are dispatched same day for delivery in two working days

Click here to track your order number. Please have your order number and delivery postcode to hand.

Orders placed on Saturday, Sunday and bank holidays are only processed on the next working day

Who has signed for my parcel?

All of our deliveries require a signature unless you have requested for your delivery to be left in a safe place.

If you have selected click and collect delivery for your parcel.

It will have been signed for by a member of our staff at your chosen collection point This will either be a DW Sports store or DW Fitnes First gym.

To collect this parcel please visit the chosen location, you will need photo ID and a copy of your confirmation email. If you wish for someone else to collect the parcel for you then they will need photo ID and you will need to forward the order confirmation email to their mailbox. For your parcels security we cannot accept paper copies of the order confirmation if the name on the photo ID doesn't match the name on the order.

If you have selected for your delivery to left at DPD pick up shop then the signature will be that of the drivers to confirm that the parcel has been delivered to your chosen DPD pick up shop. DPD will email you all details required to collect your parcel from this location.

If you have selected home delivery our courier DPD will provide you with a one hour time window on the day your delivery is to take place. This will be emailed to the address provided at checkout. If you have provided a phone number DPD will also send you an SMS with your delivery details. Any member of the household can sign for your parcel and DPD drivers will be happy to provide you with ID upon your request.

If your parcel has been signed for but is not at your chosen address please be advised that if our courier gets no answer when attempting the delivery at your selected delivery location, then you give us permission to leave the goods in a safe place or with a neighbour. This will be interpreted as the parcel having being delivered to you. Unless you specifically say that you're not happy with that arrangement. We advise that you check with your neighbours to locate the parcel before contacting DW Sports or DPD. DPD will post an attempted delivery note on all parcels they could not deliver this will included the location that the parcel has been left at. Either the safe location, neighbours house number or if they have chosen to take the parcel back to the depot and will attempt the delivery again the following day.

DPD will attempt two deliveres. If the second attempt fails then your parcel will be held at a DPD depot for you to arrange collection. If you fail to arrange collection within the time stated on the delivery card. DPD will send the parcel back to us where a refund minus the delivery charge will be issued.

To inform us that your are not happy with your items being left in a safe place or with a neighbour please contact us using the contact form on the main help page and we will be happy to pass on detailed delivery instructions to our courier.

What is your Christmas returns policy?

Items purchased online or instore between 1st November 2018 and 21st December 2018, can be returned for a refund until the 18th January 2019. Items bought after these dates will fall under our standard 28 day return policy.

For returns to be accepted on purchases made in a DW Sports store between the 1st November and the 21st December the below conditions must be followed.

- The item/s must be in re-saleable condition, with tickets attached & with proof of purchase.

- The item/s must be returned to a DW Sports store and can be refunded or exchanged until 18th January 2019.

- Refunds can only be processed back to the original payment method. If this is not available then the return can only be processed as an exchange or the funds applied to a DW Sports gift card

For returns to be accepted on purchases made on DWSports.com between the 1st and the 21st December the below conditions must be followed.

- The item/s must be in re-saleable condition, with tickets attached & with proof of purchase.

- The item can be returned or exchanged in store or online until 18th January 2019.

- The customer can return the online item/s in the post or with a courier and they will receive a refund excluding the shipping charges.

- Exchanges for an online item if it is returned in the post or with a courier may take up to 28 days be sent out to the customer.

How do I return a purchase?

There are 3 easy ways to return your DW Sports parcel.

1. Return to DW Sports Store.

Return or exchange at your local DW Sports Store. We have over 90 locations nationwide. Please take your order confirmation email and delivery note as proof of purchase. Click here to find your local DW Sports store. Please note you cannot return items to DW Fitness First locations.

2. Collect Plus.

Attached to your delivery note there is a free returns label. Please enclose the right half of your delivery note and affix the pre-paid label to the parcel and take your parcel to your local Collect Plus store (over 6000 locations). Click here to find your nearest Collect Plus store.

3. Royal Mail or Courier

Attached to your delivery note is a postal address label. Enclose the right half of your delivery note and affix the label to the parcel. If using this method the customer is responsible for any postal charges. We also recommend taking out suitable parcel insurance as DW Sports cannot be held responsible for any parcels/items lost in transit if parcels are returned using this method

When will I get my refund?

Refunds are processed within 10 working days of your return being accepted by our returns department. During busier periods refunds may take up 28 days to show in your account.

All payments are returned to the payment method used at checkout.

Click here for our full returns policy

Why won't my gym membership discount work?

All DW Fitness First gym members are entitled to 10% discount on purchases. To get this benefit please follow the below steps.

To activate your DW Fitness First membership on the DWSports.com website, simply enter your membership card ID either at the checkout, during your purchase or in the 'fitness club membership' page of the 'My Account' section.

Fitness First members: your card ID number is different from the number on the back of your access card. This information is usually sent to all Fitness First members prior to members week. If you have not received this email or need more information, please contact your club and ask for your card ID number. Contact details for all Fitness First clubs can be found here: www.dwfitnessfirst.com/find-a-gym

Entering your membership Card ID during checkout. After clicking the 'checkout now' button you will be directed to the log in page. Please either create your account and follow the steps in the adding your membership card below or log in to an existing account. Once logged in you will be on the delivery method page. Please choose your delivery method and continue to billing. On this page you will be asked to select your payment method. Please fill out all details required and in the 'DW Fitness Membership' section please enter your card ID number. Please be aware membership discount can not be applied if you are checking out as a guest.

Adding your membership card ID to an existing account. Log in to the my account section of the website and click the ‘Fitness Club Membership tile. Here you will see a box asking for your DW Fitness membership card number. Please enter the number that is on the back of your access card. Fitness First members: your card ID number is different from the number on the back of your access card. See above for details.

Why was my order cancelled?

Sometimes we have to cancel orders. This can be due to a number of reason, including:

• Stock availability. Your size ran out of stock before we could fully process your order. This can sometimes happen when two people place an online order for the same item at the same time.

• Payment issues. Your payment did not complete or we were not able to verify your payment details. This can sometimes happen if we think there is a risk of fraud.

• Delivery address issues. The delivery location could not be verified with our delivery carrier (DPD). This helps avoid failed deliveries, lost parcels and delays to your order. If this happens, we will contact you to complete your order and your order is only cancelled for this reason if we cannot reach you.

You are not charged for cancelled products. If your order, or part of it, is cancelled, you will be refunded for the cancelled products.

If you have used a gift certificate and an item is cancelled, you will be sent a new gift certificate code via email.

If you have used a promotional code and an item is cancelled, resulting in the remaining order no longer qualifying for the promotion, the promotion will not have been applied to your order. In this case, the code used is automatically reactivated for you to use again.

DW Sports reserves the right to cancel any order before dispatch. Any payment made for these orders will be refunded in full.

How do I personalise my kit?

To ensure delivery of your personlised item before Christmas, please place your order before 7pm on Wednesday 19th December and select either Next working day delivery, Click and collect or two day delivery.

How do I select a name?

Personalision is only available on selected replica football kits. If your chosen kit is available for personalision then a "MAKE IT YOURS" box will be available on the chosen product page. Some kits can only be personalised with a player name and number, These names can be selected from a drop down menu. If we are able to print a personal name then you will be able to type your chosen name.

How do I get my own name printed?

Type your chosen name in the "ADD NAME" box. Please make sure your CAPS lock is removed and all letters are typed in lower case. The website will auto capitalise the name once entered.

If you only require a single number on the shirt please do not enter "0" before the required number. For example if you require NAME 1 please do not enter NAME 01 as this is what will be printed.

Please check your chosen size, name and number as mistakes cannot be corrected after order confirmation. Personalised orders cannot be refunded/exchanged unless the item is faulty.

Please allow an extra 2-3 working days as the printing of shirts adds extra time to the order process. Your order will be shipped for delivery the day after it is printed.

We accept no responsibility in the event that a player leaves the squad and/or their squad numbers changes. Player names and numbers are updated on the DW Sports website at the time of Premier League / Championship official confirmation. This also applies during the January transfer window.

Squad numbers used on pre-season tours are not necessarily the final squad list for the upcoming season.

We are unable to supply any special characters such as accents, ç, ñ, ü,ä, ë, ß, ø, etc.

International personalisation only applies for the duration of the major tournaments and is subject to change beforehand.

DW Sports reserves the right to refuse a personalisation request that we deem to be offensive and/or promotes negative political or religious connotations. If your required personalisation numbers or letters are not available, we may delay or even cancel your order. If this happens we will contact you via the email address supplied at order confirmation

DW Sports reserves the right to use our knowledge and expertise in the positioning of the personalisation on the product.

Choose a category for more commonly asked questions

Can't find what you're looking for? Get in touch:

Online

Stores

Gyms

If you are unable to find an answer to your question above then please contact the online team using the below methods

Please make sure you have your order details ready. This will help us answer your question more quickly. You will find your order number and the delivery address on your order confirmation email.

If your query relates to a Click & Collect order please contact the store/gym your delivery is to before contacting the online team as they will be able to help you more quickly.


Message us via the online contact form

eMail us at online@dwsports.com

Call us on 0330 134 0160

Contact centre opening hours are:

Monday to Friday: 9am - 5pm
Weekends and Bank Holidays: Closed

If you have a question for your local store you can find their contact details by clicking on the link below.

Click here to find your local DW Sports store.

If your question relates to DW Fitness First you'll find gym related information and frequently asked questions on our DW Fitness First site.

Alternatively you can contact our fitness customer services by using the below methods.